Impressive service from Hetzner
About a week ago, I posted about how the logic at my hosting provider Hetzner was flawed regarding their upgrade policy—and how it seemed like a punishment to want to pay more. Well, I emailed them, and was recommended to send an email to the customer service manager, so I did that one morning. Later that day, I got a phone call from a very happy-sounding woman (sorry, I can’t remember her name) saying she was the customer service manager. She was investigating and asked if it was okay to respond the following day.
The next day, there was no call, but I did get an email from Hans Wencke, who is the managing director. I was honestly shocked—his email was great. He explained why the system is the way it is (it now makes complete logical sense) and also outlined a plan for a review of the policy since changes had been made to their systems since the policy was originally put in place. Finally, he offered my upgrade for free! This is one of the best customer service experiences I have ever had.